In the wake of Anna Hazare, Indians are basically getting SLAs (Service Level Agreements) from their bureaucrats. Officials either have to do stuff in the allotted time or pay out of their own pockets. Indians can track the process online and, though the max fine is only Rs. 200, I suppose that ads up. I once tried to get a government 3G connection (through a friend). Like pulling teeth from a turtle. And the connection never worked.
I heard this on LBO, forwarded to me because Milinda has something similar in his platform for Colombo Mayor. It’s called a Citizen’s Charter, basically timelines for stuff. For me, personally, that plus call center service would make bureaucracy a lot less painful. A big part of the problem is that you have to go there once to figure out what papers you need, again to give the papers, again if something is wrong, and they you wait around with no idea what’s going on.
If you knew what you needed, could do some stuff on the phone, and only had to show up for the bare minimum that would be ideal. Of course, Milinda’s doc doesn’t say how they would enforce these SLAs. Perhaps that’s Gotabhaya’s job.
If you’re new here, I support Milinda and admin’ing his Facebook page, which he himself updates unless marked as staff